IT Manager, Product Operations (Digital Workspace), Hybrid

Eversource Energy•Windsor, CT

3d•Hybrid

About The Position

The IT Manager, Product Operations (Digital Workplace) is responsible for leading the implementation, operation, and support of Digital Workplace technologies and services that enable a secure, productive, and consistent end-user experience. Meeting this objective requires continual monitoring of the cost and performance of existing products and services, scanning the technology horizon for new alternatives, partnering with IT and business leadership to understand current and emerging workplace needs, performing technical and business analysis on technology options, defining the portfolio of Digital Workplace technologies, products, and services, and communicating outcomes to IT and the business. Develops deployment and adoption plans to ensure services are expanded, upgraded, and enhanced to meet changing business requirements. Manages key operational processes to ensure services perform effectively on an ongoing basis. Leads technical staff, service desk and deskside support teams, and service partners to ensure the organization has the resources in place to plan, design, deliver, operate, and support end-user computing, Microsoft 365 (O365), collaboration and video conferencing services. This includes reviewing current and projected demand to determine staffing requirements, developing and executing recruiting and training programs, and providing overall leadership to the team—developing, advising, teaching, mentoring, providing career guidance and professional development counseling, and providing feedback on overall performance.

Requirements

Effective leadership of direct reports including day-to-day coaching and performance management/assessment
Demonstrated ability to lead multi-disciplined teams when conducting technology incident root causes and/or investigations
Service management experience (e.g., ITIL practices) including incident/problem/change, service catalog/SLAs, and operational metrics for end-user services.
Working knowledge of IT business practices and strategies
Strong working knowledge of Microsoft 365 (O365) services and administration, including Teams, Exchange Online, SharePoint/OneDrive, and related governance and lifecycle practices.
Experience with endpoint and mobile device management (e.g., Microsoft Intune, Configuration Manager, JAMF) including device standards, application deployment, patching, and asset lifecycle.
Experience delivering and operating enterprise video conferencing and meeting room technologies (e.g., Microsoft Teams Rooms, room scheduling/panels, A/V standards, and incident triage).
Experience and mastery knowledge of security principles, technologies, and processes as they apply to end-user computing and Microsoft 365 (e.g., identity and access, device compliance, data protection, and collaboration security).
Strong analytical and conceptual skills including the ability to solve complex technical problems
Strong communication skills including verbal, written and presentation skills
Ability to maintain strong relationships with stakeholders and suppliers
Demonstrated continuous improvement and creative problem-solving skills
Experience managing a budget effectively and solid contract management skills
Bachelor’s Degree is required.
A minimum of 10 years related experience is required which includes 5 years of supervisory/leadership responsibility.
A minimum of 5 years related experience managing outsourced IT managed services providers.

Nice To Haves

Advanced degree is preferred.

Responsibilities

Responsible for planning, organizing, and managing engineers and contractors/consultants and overall Digital Workplace operations, with a focus on delivering reliable, secure, and user-centered end-user computing services. This includes developing, maintaining, supporting, and optimizing key functional areas such as Microsoft 365 (Exchange Online, SharePoint/OneDrive, Teams), endpoint and mobile device management, software packaging and distribution, endpoint security controls, and virtual desktop solutions where applicable.
Responsible for overseeing and managing collaboration and video conferencing services and platforms, including Microsoft Teams meetings, Teams Rooms/room systems, conferencing peripherals, meeting room standards, and service monitoring to ensure an excellent in-office and remote meeting experience.
Schedule and direct activities to resolve end-user computing, collaboration, and conferencing hardware/software issues in a timely and concise fashion.
Leads the Service Desk function, including incident and request fulfillment, queue management, escalations, knowledge management, and customer communication.
Leads the Deskside Support team to provide on-site and remote end-user support, including device provisioning and break/fix, executive/VIP support as required, and day-to-day support for meeting room and conferencing spaces.
Responsible for coordinating with supplier service delivery leads on the delivery of cross-functional Digital Workplace services (e.g., endpoints, Microsoft 365, meeting rooms, and conferencing).
Serves as process owner of critical IT processes such as incident, problem, and change management, ensuring measurable service outcomes and continuous improvement.
Performs cost/benefit analyses of potential technology solutions
Develops long range plans for managing and deploying technology
Develops plans, budgets and schedules for technology deployment projects
Develops and implements processes, including defining measurable goals, standards and other process measures
Develops operational level agreements with clients and manages overall service and human resource performance to meet Digital Workplace service targets.
Manages ongoing Digital Workplace operations and processes to ensure high-quality, cost-effective services.
Manages operations and technical support personnel, and develop an effective, motivated organization
Manages relationships with vendors and managed service providers to ensure Digital Workplace services (endpoints, Microsoft 365, and conferencing/room technology) are high quality and cost effective.
Provides business and technical consultation to management, users and staff
Develops and monitors operating budgets